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Return Policy - 6/9/2020 8:42:41 PM   
SwampYankee68


Posts: 1186
Joined: 5/8/2002
From: Connecticut, U.S.
Status: offline 		I'm going to vent my liver here and then I'm done.

I've always tried to buy direct from Matrix and not use STEAM keys after purchase so that Matrix and game developers could get the most money from my purchase, and I have been buying, playing, and proselytizing for games from Matrix for decades.

Recently I purchased WH40K Gladius and a bunch of DLC for my 3-month old Asus Gaming laptop. My laptop meets all the specs for Gladius that were listed on the product page.

However, a patch introduced a new shader or whatever and broke the game for a number of people with Radeon software.

So, I have not played the game for a minute.

Got some support which did not fix the issues.

I ask for a credit and am told that it is my fault for having a computer that cannot run the game.

The lesson learned is from now on buy from Steam where you can return a game after 1:59 Hours of play for any reason for a refund.

At some future point you will make less money from me as STEAM will be taking their cut of all my future purchases. I'd say I wont buy from you anymore but that would be a lie. You publish / make great games.

Your agent's cavalier attitude about it being my problem went over poorly as well.

I would expect to be treated like this by some retailers, but always felt that wargaming was more of a brotherhood, even between the creators and the consumers. I guess I am wrong.



_____________________________

"The only way I got to keep them Tigers busy is to let them shoot holes in me!"
Post #: 1
RE: Return Policy - 6/9/2020 9:20:55 PM   
budd


Posts: 2972
Joined: 7/4/2009
From: Tacoma
Status: offline 		That's sucks, they should make it right, and it's short sided of them not too.

_____________________________

Enjoy when you can, and endure when you must. ~Johann Wolfgang von Goethe

"Be Yourself; Everyone else is already taken" ~Oscar Wilde

*I'm in the Wargamer middle ground*
I don't buy all the wargames I want, I just buy more than I need.

(in reply to SwampYankee68)
Post #: 2
RE: Return Policy - 6/9/2020 10:33:56 PM   
PipFromSlitherine

 

Posts: 1446
Joined: 6/23/2010
Status: offline 		Gladius is a slightly unusual case. I will see what can be done to rectify the situation satisfactorily.

Cheers

Pip


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follow me on Twitter here

(in reply to budd)
Post #: 3
RE: Return Policy - 6/9/2020 10:38:37 PM   
Lobster


Posts: 5104
Joined: 8/8/2013
From: Third rock from the Sun.
Status: offline 		Unfortunately many game companies do things with games that change their hardware requirements. It has happened to me in the past. Not just a Matrix issue. As better hardware is made people scream for the glitz and sometimes get their way leaving others in the dust.

A company representative saying it is your fault for buying a game that you can play and then changing the hardware requirements is the fault here. A little tact would have been nice. That's why I never worked in customer service. Complete lack of tact.

Having said that, I don't think Slitherine/Matrix ever gives refunds except maybe under the most unusual circumstances.


_____________________________

http://www.operationbarbarossa.net/

Two things are infinite: the universe and human stupidity and I’m not sure about the universe-Einstein

Q: What do you call a boomerang that doesn’t come back?
A: A stick.

(in reply to SwampYankee68)
Post #: 4
RE: Return Policy - 6/10/2020 8:14:57 PM   
SwampYankee68


Posts: 1186
Joined: 5/8/2002
From: Connecticut, U.S.
Status: offline 		Appreciated, fellas.

A credit would be fine, I've already bought Shadow Empire but I'm sure it would not last long :)

_____________________________

"The only way I got to keep them Tigers busy is to let them shoot holes in me!"

(in reply to Lobster)
Post #: 5
RE: Return Policy - 6/10/2020 8:45:33 PM   
gamer78

 

Posts: 536
Joined: 8/17/2011
Status: offline 		My advice to Matrix,
Whether purchase from Türkiye, Russia or Azerbaijan keep the prices similar to Steam. Our currency is not as strong as yours. I will like to purchase from Matrix first but prices 5 times according to Steam. There should be some middle ground. Cheers.

(in reply to SwampYankee68)
Post #: 6
RE: Return Policy - 6/10/2020 9:42:03 PM   
821Bobo


Posts: 2311
Joined: 2/8/2011
From: Slovakia
Status: offline
quote:

ORIGINAL: gamer78

My advice to Matrix,
Whether purchase from Türkiye, Russia or Azerbaijan keep the prices similar to Steam. Our currency is not as strong as yours. I will like to purchase from Matrix first but prices 5 times according to Steam. There should be some middle ground. Cheers.


I believe that would need a lot of coding to avoid abusing(like using proxy to pay less) and Valve has much more resources than Matrix. And probably would need to develop new client where user accounts are associated with region/country. I doubt that will happen.

(in reply to gamer78)
Post #: 7
RE: Return Policy - 6/11/2020 4:39:39 PM   
JosephM

 

Posts: 202
Joined: 3/18/2014
Status: offline 		Hello SwampYankee,

Sorry, but as we have explained on the ticket, your PC should be fully compatible with the game and the Vulkan update was almost a year ago now and the product page was amended to reflect the increased specification, whereas your order was recent. The issue is that the game is not recognising or being recognised by the correct graphics card. We are trying to help with this and have the developers assisting as well, and we gave a suggestion in the last email we sent but have not heard back from you with this. The last suggestion will change some error reporting within the game and if this does not fix the issue outright then it will amend the log which we need to pass to the developer for them to check and give further suggestions. So are you able to reply to that last suggestion?

Gamer78, that exchange rate issue is not controlled by us. For our site we use BlueSnap to process the transactions, and they set the exchange rates. Steam do their own exchange rates, but we have no control over either. We set the USD prices, and then the processor does the exchanges

(in reply to 821Bobo)
Post #: 8
RE: Return Policy - 6/11/2020 4:52:13 PM   
Lobster


Posts: 5104
Joined: 8/8/2013
From: Third rock from the Sun.
Status: offline 		Vulkan has caused endless headaches for people, making games that have 'upgraded' to it unplayable for many. No Man's Sky was one of them that made me ask wtf. Going to the vidcard manufacturer they said my vidcard was able to use Vulkan but nope, it didn't at all. After six months I was finally able to upgrade my system to a Gen3 card but it involved a new mother board, a new cpu, new memory and the new gen 3 graphics card. While Vulkan may have benefits, if you can't afford to upgrade a machine to a gpu/cpu combo that can handle it, it is useless and turns the games that have 'upgraded' into nothing more than junk on the hard drive. Seems no one cares about the end user any more.

Just my 2 cents plus the $480 to upgrade my machine.

https://en.wikipedia.org/wiki/Vulkan_(API)

_____________________________

http://www.operationbarbarossa.net/

Two things are infinite: the universe and human stupidity and I’m not sure about the universe-Einstein

Q: What do you call a boomerang that doesn’t come back?
A: A stick.

(in reply to JosephM)
Post #: 9
RE: Return Policy - 6/11/2020 5:25:03 PM   
rico21


Posts: 2990
Joined: 3/11/2016
Status: offline 		I bought a new gaming pc because of Gladius. This game costs me a small fortune but I am addicted, for me it's sure it's the game of the century.
As for the brotherhood between a merchant and a customer, I would like to know in which country it exists.
Let us make respect prevail and last and it will already be good.

(in reply to SwampYankee68)
Post #: 10
RE: Return Policy - 6/11/2020 9:04:21 PM   
SwampYankee68


Posts: 1186
Joined: 5/8/2002
From: Connecticut, U.S.
Status: offline 		Joseph,

You all have made that abundantly clear you need not continue to repeat it. I understand. I think it's wrong and I'm whining. If the best you can do is repeat it ad nauseum then you might as well just begin the process of ignoring me until I give up.

Yes, I've just now meta-played QA assistant and the game still does not run. I've sent in the logs.

Now that you all have made me thoroughly knowledgeable in your "return" policy, I will once again say in response that in the long run, the money you lose to STEAM will cost you more than $55. And I wasn't even asking for a refund, just a credit. yada yada long time customer yada yada.

But you have me writhing in the full Nelson of your regressive return policy and you won't yield.

So going forward when (I'm sure I will) I won't buy a game from you all unless it is on STEAM and I have some protection as a consumer. I'll be sure to advise the guys I PBEM with so that they are aware of your policy.

Good day, Sir.





_____________________________

"The only way I got to keep them Tigers busy is to let them shoot holes in me!"

(in reply to JosephM)
Post #: 11
RE: Return Policy - 6/11/2020 9:25:10 PM   
demyansk


Posts: 2840
Joined: 2/20/2008
Status: offline 		I like Steams refund policy now. However, Matrix has some good stuff and I only buy after some good research. Unfortunately, brand new gaming computer, real fast and I don't want to play games. Just burned out about the games these days. I guess it's old age, oh well something will come out soon to light my fire.

(in reply to SwampYankee68)
Post #: 12
RE: Return Policy - 6/12/2020 1:17:15 PM   
Gilmer


Posts: 1452
Joined: 7/1/2011
Status: offline
quote:

ORIGINAL: demyansk

I like Steams refund policy now. However, Matrix has some good stuff and I only buy after some good research. Unfortunately, brand new gaming computer, real fast and I don't want to play games. Just burned out about the games these days. I guess it's old age, oh well something will come out soon to light my fire.


I get like that sometimes, then all of a sudden something comes along and I'm playing it non-stop.

_____________________________

"Venimus, vidimus, Deus vicit" John III Sobieski as he entered Vienna on 9/11/1683. "I came, I saw, God conquered."
He that has a mind to fight, let him fight, for now is the time. - Anacreon

(in reply to demyansk)
Post #: 13
RE: Return Policy - 6/12/2020 1:24:43 PM   
Lobster


Posts: 5104
Joined: 8/8/2013
From: Third rock from the Sun.
Status: offline
quote:

ORIGINAL: demyansk

I like Steams refund policy now. However, Matrix has some good stuff and I only buy after some good research. Unfortunately, brand new gaming computer, real fast and I don't want to play games. Just burned out about the games these days. I guess it's old age, oh well something will come out soon to light my fire.


Since I've retired I spend more time playing. To keep it fresh I play a large variety of genre. Not only playing but making maps, scenarios and reading up on the history of what I'm playing and working on.

_____________________________

http://www.operationbarbarossa.net/

Two things are infinite: the universe and human stupidity and I’m not sure about the universe-Einstein

Q: What do you call a boomerang that doesn’t come back?
A: A stick.

(in reply to demyansk)
Post #: 14
RE: Return Policy - 6/12/2020 6:03:15 PM   
demyansk


Posts: 2840
Joined: 2/20/2008
Status: offline 		Glad you guys like to play, just chilling listening to the radio, need sports!!!!!!

(in reply to Lobster)
Post #: 15
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